Frequently Asked Questions
Browse answers to common questions organised by category. Can't find what you need? Visit our Help Centre or contact support.
We offer Current Accounts for everyday banking, Savings Accounts with competitive returns, Fixed Deposit Accounts for longer-term saving goals, and Multi-Currency Accounts for international needs. Each account type is designed for different financial goals. Visit our Account Comparison page to see a side-by-side breakdown of features.
You need a valid government-issued photo ID (passport, national ID card, or driver's licence), proof of residential address (utility bill, bank statement, or tenancy agreement dated within the last 3 months), and your Tax Identification Number. All documents are verified as part of our KYC process before your account is activated.
Our Current Accounts carry no monthly maintenance fees. Savings and Fixed Deposit accounts are also fee-free for account maintenance. Fees may apply for specific services such as international transfers, expedited card replacements, or paper statement requests. A complete fee schedule is available on each product page and within your online banking dashboard.
Yes, non-residents may be eligible to open certain account types. Additional documentation may be required, including a reference from your current bank and proof of the source of funds. Contact our customer support team for guidance specific to your situation, or begin the application online and a representative will follow up with you.
To close your account, ensure all pending transactions have cleared and your balance is zero. Then submit an account closure request through your online banking dashboard under Account Settings, or contact customer support. We will process the closure within 3 business days and send a confirmation to your registered email address.
Log in to your dashboard, navigate to Transfers, and select either Local or International transfer. Enter the recipient's account details, the amount, and confirm the transaction with your 4-digit PIN. For added security, large transfers may require an additional authorization code sent to your registered phone or email.
Standard daily transfer limits are set based on your account type and verification level. You can view your current limits in your dashboard under Transfer Settings. Limits can be increased by completing additional identity verification steps. Contact support if you need a temporary limit increase for a specific transaction.
International transfers typically take 2 to 5 business days, depending on the destination country, intermediary banks involved, and currency conversion requirements. You can track the status of your transfer in real time from your dashboard. SWIFT transfers to major currencies and banking corridors may complete faster.
Yes. When creating a transfer, select the "Recurring" option and choose your desired frequency (weekly, bi-weekly, monthly, or custom). You can manage all scheduled transfers from the Scheduled Payments section of your dashboard. You will receive an email notification before each scheduled transfer is processed.
Log in to your online banking dashboard, go to the Cards section, and select your new card. Click "Activate Card" and follow the prompts. You will need to set a card PIN during the activation process. Your card is ready for use immediately after activation.
Immediately freeze your card from your dashboard to prevent unauthorized transactions. Then report the loss through the Report Fraud page or call our 24/7 emergency support line. We will cancel the compromised card and issue a replacement. A new card is typically delivered within 3 to 5 business days.
A virtual card is a digital-only payment card for online purchases that provides an extra layer of security. Your actual card number is never shared with merchants. You can generate a virtual card from the Cards section of your dashboard. Virtual cards can be set with spending limits and expiry dates, and you can deactivate them at any time.
Yes, all Whitestone Trust Credit Union debit cards are enabled for international use. You can use your card at millions of merchants and ATMs worldwide wherever Visa, MasterCard, or Discover are accepted. We recommend notifying us of your travel plans through your dashboard to ensure uninterrupted card service while abroad.
Multi-factor authentication (MFA) requires you to verify your identity using two or more independent methods before accessing your account. This typically includes something you know (password), something you have (one-time code sent to your phone), and something you are (biometric verification). MFA significantly reduces the risk of unauthorized access.
You can change your transaction PIN at any time through your dashboard under Security Settings. Choose a 4-digit PIN that is not easily guessable and avoid using sequential numbers (1234), repeated digits (1111), or personal dates. We recommend changing your PIN periodically as a security best practice.
Know Your Customer (KYC) is a regulatory requirement that helps financial institutions verify the identity of their clients. It involves collecting and validating identification documents, proof of address, and sometimes source-of-funds information. KYC helps prevent identity theft, money laundering, and financial fraud, protecting both the bank and its customers.
Genuine emails from Whitestone Trust Credit Union will address you by your full name, never ask for your password, PIN, or one-time codes, and will never include links that lead directly to a login page. Always check the sender's email address carefully. When in doubt, do not click any links; instead, type our website address directly into your browser or contact us through official channels. Visit our Scam Awareness page for examples.
If you notice an unauthorized transaction, report it immediately through the Report Fraud page or by calling our emergency support line. We will freeze your account to prevent further unauthorized activity and launch an investigation. You are protected against unauthorized transactions provided you report them promptly and have not shared your credentials. Our team will guide you through the resolution process.
After opening your account, you will receive a welcome email with a registration link. Follow the link to create your login credentials — choose a strong password and set up your transaction PIN. You will also be prompted to configure multi-factor authentication. Once complete, you can log in and access your full dashboard. See our Getting Started guide for a detailed walkthrough.
Yes. Our online banking platform is fully responsive and works on all modern smartphones and tablets through your web browser. You can perform all banking functions including checking balances, making transfers, paying bills, and managing cards directly from your mobile device. Simply navigate to our website and log in as you would on a desktop computer.
On the login page, select "Forgot Password" to reset your password. You will need access to your registered email or phone number to receive the reset link. If you have also lost access to your registered contact details, call our support team for assisted account recovery. For security, you will need to complete identity verification before access is restored.
Notifications can be configured from your dashboard under Settings > Notifications. You can choose to receive email alerts, SMS alerts, or both for events such as login attempts, completed transfers, bill payment confirmations, and low balance warnings. We recommend enabling login alerts as a security measure.
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